Rinchi
TechInAfrica – Customer experience is one of the key competitive differentiators for brands in the era of digital. Today’s customers do not only consider the quality of the products they will purchase but also the customer experience. Therefore, it is very crucial to utilize the right technologies and identify the right opportunity to provide customer experience.
Organizations are seeking to drive greater ROI on their CX investments, thus, it will become extremely important to use customer metrics, analysis, and customer data.
In the coming week (July 24, 2019), West Africa will hold the second edition of CX Transformation Summit 2019 at Villa Rosa Kempinski, Nairobi, Kenya. It is the event of exploring the convergence of technology, data, and marketing that can be utilized to develop outstanding experiences.
“I think the customer is getting cleverer and savvier by the day; with access to technology and an abundance information, brand can no longer rely on generic marketing efforts to capture them. Instead, brands must focus on a grass-roots approach to see how to add REAL value to and for the customer,” said Seema DeSouza, Head of Customer at Commercial Bank of Africa.
The region has recognized the important role of customer experience in business operations and enforced strategies to upgrade their digital technology and system implementations to address the same challenges facing the countries in the region.
According to Wavi Muigai, Head of Corporate Communication and CX, Higher Education Loan Board, the two major challenges facing the region that needs to be addressed are:
- Up-to-date with the CX technologies or solutions as it requires a lot of capital and they change rapidly
- Tap into data analytics to make data collected daily actionable and relevant for decision making in the future.
The event is sponsored by ZOHO and Freshworks and will invite industry peers, innovators, and global leaders to share their knowledge, discuss correct solutions, and explore opportunities to keep up-to-date with the transformation that will affect business information.
For further information about CX Transformation Summit 2019 or to participate as a speaker, sponsor, or delegate at the event, you can contact them via email at [email protected].
Source: africabusiness.com
